Managing Leads
Leads are potential customers who have shown interest in your business but haven't yet made a booking or become a client. Managing leads effectively helps you convert more enquiries into paying customers.
What is a lead?
A lead is someone who has:
Made an enquiry about your products
Signed up for your newsletter
Attended one of your events
Been referred by a partner
Shown interest at a trade show
Downloaded your brochure
Requested a quote
They're not yet customers, but they could be with the right follow-up.
Leads vs Clients
Leads | Clients |
Potential customers | Confirmed customers |
Haven't booked yet | Have made bookings |
Need nurturing | Need relationship management |
In your sales pipeline | In your customer database |
When a lead makes their first booking or commitment, they become a client.
Accessing your leads
Go to CRM from the main menu
Select Leads from the hub menu
View all your current leads
Or go directly to Leads.
Adding a new lead
Manually
Go to Leads
Click Add Lead
Enter lead information:
- Contact name - Email address - Phone number - Company (if applicable) - Source (where they came from) - Interest (what they enquired about)
Click Save
Automatically captured
Leads are automatically created from:
Website enquiry forms
Email enquiries to your connected address
Event registrations
Quote requests
Newsletter sign-ups
Check your integration settings to ensure automatic lead capture is enabled.
Lead information
Each lead record includes:
Contact details
Name and email
Phone number
Company/organisation
Lead status
New, Contacted, Qualified, Proposal Sent, etc.
Source tracking
Where they came from
Campaign or referral source
Initial enquiry details
Activity
Communications sent/received
Notes from conversations
Tasks and follow-ups
Lead pipeline stages
Track leads through your sales process:
New
Just received — needs initial contact.
Contacted
You've made first contact — awaiting response.
Qualified
They're a genuine prospect — understanding their needs.
Proposal Sent
You've sent a quote or proposal — waiting for decision.
Won
They've decided to book — ready to convert to client.
Lost
They've decided not to proceed — capture the reason.
Moving leads through stages
Update lead status
Open the lead record
Click the current status
Select the new status
Optionally add a note about the change
Save
Drag and drop (pipeline view)
Go to Leads
Switch to Pipeline View
See leads in columns by stage
Drag a lead card to a new stage column
Working with leads
Following up
Open the lead record
Click Send Email or Log Call
Record your interaction
Set a follow-up reminder if needed
Adding tasks
Open the lead record
Click Add Task
Describe what needs to happen
Set a due date
Assign to yourself or a colleague
Adding notes
Open the lead record
Click Add Note
Record important information
This helps you and colleagues understand the lead
Lead scoring
Prioritise leads based on likelihood to convert:
Automatic scoring
Leads receive points based on:
Source quality (referrals score higher)
Engagement (opening emails, clicking links)
Fit (matches your ideal customer profile)
Timing (urgency of their need)
Viewing lead scores
Go to Leads
Sort by Score column
Higher scores indicate more promising leads
Focus your time on high-scoring leads first.
Filtering leads
Find specific leads quickly:
Go to Leads
Use the filter options:
- Stage — New, Contacted, Qualified, etc. - Source — Website, Referral, Event, etc. - Date — when the lead was created - Assigned to — leads assigned to specific team members - Score — above or below certain thresholds
Assigning leads
Distribute leads among your team:
Manual assignment
Open the lead record
Click Assigned To
Select a team member
Save
They'll be notified of the assignment.
Automatic assignment
Set up rules to automatically assign leads:
Go to CRM Settings
Click Lead Assignment Rules
Create rules based on:
- Source - Location - Product interest - Round-robin distribution
Save
Lead reports
Track your lead management performance:
Leads by source — where leads come from
Conversion rate — percentage of leads becoming clients
Average time to convert — how long the sales cycle takes
Leads by stage — pipeline distribution
Team performance — leads handled per team member
Access reports from Insights.
Tips for lead management
Respond quickly — leads go cold fast; aim for same-day contact
Qualify early — identify serious prospects vs. casual enquiries
Stay organised — use stages and tasks to track progress
Follow up consistently — most sales happen after multiple touches
Learn from losses — record why leads don't convert
Clean regularly — archive stale leads to focus on active ones
What's next?
Convert leads to customers:
Every customer starts as a lead. Good lead management means more enquiries become bookings, and more bookings become loyal customers.